Systems Engineer I Service Now

Duties

Providing 24

• 5 user and technical support for critical applications developed primarily on ServiceNow platform

Manage support queue, directly interact with users in understanding the issue, provide resolution or escalate with necessary team(s)

Technical support - Troubleshooting, work with users to reproduce the issue, share investigation report with Development team and support the investigation & resolution of issue

Handle major incidents that impacts business operations - Coordinate with business to understand & assess the impact, provide workaround / mitigation, communication to users & business stakeholders withrespect to the situation

Collaborate with Technology (ServiceNow) and Infrastructure support teams to troubleshoot and solve issues

Coordinate ServiceNow related release activities

Skills

Basic Knowledge of ServiceNow Platform

Work experience of 2+ years in technical support (L2 level)

Experience, supporting any web application platform

Good in customer engagement skill - Empathetic, clear in communication and patience to listen

Strong problem solving capability and technical analysis

Keen in understanding the Business process

Education

Bachelor's degree in quantitative field like Computer Science, Engineering, Statistics, Mathematics or related field required. Advanced degree is a strong plus

Skills Required

Problem Solving, Technical Support, Technical Analysis